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IVR

Interactive Voice Response provides call centers with automated service capabilities by enabling customers to use the keys on a touch-tone phone to access information, such as bank account balances, flight arrival and departure times, and package delivery status.

This capability is provided by using a pre-recorded human voice stored on a computer hard drive, or by using an application commonly referred to as text-to-speech. These pre-recorded options are accessed via customizable touch-tone dialing (DTMF) phone menus.

Some products include an unlimited number of phone menu service options such as playing a message, routing an interaction to a queue, sending a fax, opening a sub-menu, and other interactive features.

Advanced features offered by some systems include data connectivity to multiple ODBC data sources, wireless access, automated speech recognition (ASR), in-depth reporting, Voice XML and SALT support, and support of multi-channel communications, such as input by Web or fax.

Applications can vary in scalability, from several ports for a single location, to thousands of ports suitable for multiple centers or even carrier networks.

Industry analysts report that  interactive applications can significantly reduce the cost of supporting customer interactions if advanced speech applications are used to more flexibly support complex customer interactions, such as helping callers complete applications, scheduling service requests, providing technical support, and handling financial transactions. Some studies show that companies migrating from touch-tone to ASR experience up to a 15 to 20 percent gain in un-assisted call completions.

For product information, click on the vendors listed below.



 
Altitude Software

Altitude Software, is the leading independent contact centre vendor for unified interaction solutions. Altitude uCI™ (Unified Customer Interaction) suite over IP manages and improves interactions. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre.
 

Aspect Software, Inc.

Aspect Software, Inc. is one of the world’s largest companies solely focused on IP and traditional voice-based products and services for customer service, collections, sales and telemarketing business processes. Each day, Aspect powers more than 125 million customer-company interactions at thousands of contact centers around the globe. Our Signature product line offers ACDs, dialers, voice portals and computer telephony integration (CTI). The Contact Center Performance Optimization product line provides workforce, quality, performance and campaign management applications. And our Unified IP Contact Center delivers a comprehensive, CTI multichannel solution.

Austin Logistics

Austin Logistics is a leader in providing olutions that are aggressively used for retention, cross-sell/up-sell and collections, enabling proactive, profit-focused decisions.

Avaya
Why Avaya Solutions? Avaya focuses on customer-driven processes to provide support for best-practice CRM and management, customer segmentation strategies and commitment management.
Cisco Systems, Inc.

Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer service capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based help desk speech recognition self-service and assisted-service software solutions for large and mid-sized contact centers – all designed to improve customer service, reduce costs, and increase productivity.

Echopass Corporation
Echopass Corporation provides advanced IP-based applications s as a hosted service for mid-to-large enterprises and government agencies. Echopass delivers the unique customer promise of on-demand, always on, guaranteed, and end-to-end solutions that are both affordable and fully integrated with client's existing customer contact applications and voice or data technologies.
Envox

Envox Worldwide is a leading global provider of voice solutions. The company’s products and related services, including Envox OnDemand, dramatically reduce the time, cost, and complexity of creating voice solutions and empower enterprises and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox products are available worldwide through a network of global channel partners.

Siemens Communications, Inc.
Siemens HiPath™ ProCenter® contact center products and services can help your company increase first contact resolution and improve ROI while increasing customer revenue and retention. You can have immediate impact on your contact center efficiency with Siemens Integrated Presence Management and Collaboration tools, industry-leading IVR, ACD, call monitoring and reporting tools with the ability to make real-time adjustments to routing, queuing and skill-setting parameters.
Verint® Witness Actionable Solutions™

A leading provider of analytic systems for security and workforce-enterprise optimization. In 2007, it merged with Witness Systems to create a new division – Verint Witness Actionable Solutions. With the broadest portfolio of applications that optimize workforce and contact center performance, it provides powerful visibility and actionable intelligence to maximize the value of customer relationships and enhance performance enterprise-wide. The Verint solution is used by over 5,000 organizations in more than 60 countries worldwide.


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